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Customer Service Manager

Cairo, Cairo Governorate, Egypt
March 14, 2018

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Personal Data:

Name : Mina Adel Roshdy Youssef

Birth date : 6/4/1986

Telephone No. : +201000019032 / +20220483495

Marital status : Married.

E-mail :

Military Status : Exempted.

Address : Ahmed salab st.zarha Nasr city-Cairo-Egypt

LinkedIn profile :


Bachelor of Commerce English Department, Graduation year: 2008 ASSUIT University,

Graduated from salaam language school for “primary, preparatory, secondary phase “from 1992 till 2004.


Customer Service Manager Ragab sons Retail 5years (September 2013 -Till Now)

Customer services supervisor Spinneys Hypermarket 1 year (May 2012 – July 2013)

Senior Customer support executive Gourmet luxury retail 1 year (Septamber2011-May2012)

Senior premium representative Vodafone Egypt 2yeas and half (August 2009-April2011)

Call center Agent: Etisalt UAE 6 months (December2008 –June 2009)

Current Job:

Ragab Sons Retail Chain 70 stores

Customer Service Manager: (October 2015 –Till Now)

Manger all the front end, delivery department, call center and Loyalty program.

Achieved Merging department to reduce cost with 30%.

Increase Delivery sales by 2% out of company sales monthly.

Develop Customer complaint channel

Achieve Customer service KPI’s and develop company strategy.

Conduct Customer service training and develop it half monthly.

Build social Media team and assigned our international trade Mark.

Direct Relationship established with governmental consumer right department.

Hire, promote, develop and interview my existing and new candidate in the department

Place the Delivery Department Target up on Company strategy.

Solve Department Problem to reduce the turn over and develop the resources.

Project launcher For Front End new mirage for the Customer service and Cashier.

Place the candidate’s interview for Delivery, Customer service and Call Center.

Conduct the initial training for new employee at the company on weekly base.

Follow up and solve any customer complaint.

Solve and escalate case to the CEO with the proper action.

Customer Service and Delivery Area Manager: (September 2013 – Feb 2015 )

Assets in building the customer service department and organization.

Leading, restructuring and development of the Customer Service organization.

Responsible of developing the business relationship with the company’ customers in order to converge business interests.

Acting as Loyalty program manager, Mobile application launcher

Project launcher of CRM application for the entire branch and unify Complain System Mentoring customer behavior and solve any customer problem on spot

Weekly evaluation for the overall store performance in customer service

Monthly evaluation for the entire customer service department and store Manager.

Motivation computations applied by the stuff customer vote for him to be customer idol for this month with a money incentive and certificate.

Support in creating KPI for customer service department and draw the road map for the next quarter.

Spinney’s Hypermarket:

Customer services supervisor: (May 2012 – July 2013 )

Reporting to country customer services manager and retail operational manager

Conduct training to any new supervisor for any branch or new agent.

Manager 3 teams, customer service, collect and wine loyalty and welcoming team Handle all the customer complain, inquiry and problem, resolve the problem on spot, escalate complains to the concern party seeking a quick resolution.

Reduce refunds by identifying customer reason for refund and seek alternative.

Change Rules and create new police to facilitate the work flow between departments as Reporting to Store Manager and Regional customer service manager.

Handle all Visa refund problem and solve them with concerned Bank.

Handle all Call centre complains, escalations and problems.

Cascade and resolve the problem to achieve the highest customer satisfaction level

And to offer the A class customer services in the retail market.

Gourmet Egypt luxury Retail chain

Senior Customer support executive (septamber2011-May2012 )

in the call center for the entire product reply customer inquiry and support the delivery order handling the complains, making customer survey, changing the process, handling the website order, managing all the call center issue and the work flow system


Senior premium representative (August 2009-April2011)

I was loan as head count management for Vodafone project with telepereformacne contact center for inbound and hard copies, acting as Vodafone client managing the project changing process,make sure that company achieved required task

Handle premium customer value, tech support for blackberry and iphone, USB modem problems, collection deals and payment, account angel for corporate customer end user and authorized

High value customer representative

Core & med customer representative

ETisal UAE;

Call center Agent: (December2008 –June 2009)

At offshore project 181 direct inquiry for UAE Customers (Project launcher), handle calls from UAE for contact numbers of all the private, public and governmental sectors.


CEMEX: joined as hr. trainee for development and planning, make screening, hr. test, evaluation test by using CBI competency base of interview, support development program schedule and analyses (July2008 - Sep 2008)

BANQUE Du CAIRE: joined as trainee for customer care, Teller, loan department, ATM system and credit card (august 2007-sep 2007)


Customer service Track at New horizon (January 2015)

Strategic planning and career development at innovation (May 2010)

The initial training of communication & sales skills (march 2010)

ICDL: international computer driving license (June 2008)

Development Thinking and Management skills (July 2008)

Soft skills & interview skills (May 2008 )

Computerized accounting (October 2007)

Leader ship award with (SIFE) (2006& 2007)

Leader ship award from luma core organization (December 2005)

Egyptian Bank Institution (July 2007)

I was a karate teacher at “Y M C A” ( 1994-2001)

Spoken Languages:

Arabic: Native language.

English: Fluent spoken and writing

French: Fair spoken and writing

Computer skills:




Sible application for GSM operating system

CRM system (Customer Relation manager program)

Microsoft Dynamic (for Customer loyalty program and retail cashier system)


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